Job Description

Description

The

Department of Information Technologies

is currently seeking a Full-time Regular

Manager, Audio Visual & Learning Space Technology

.


The University of Calgary is Canada's leading next-generation university a living, growing and youthful institution that embraces change and opportunity with a can-do attitude. Located in the nation's most enterprising city, the university is making tremendous progress on its Ahead of Tomorrow strategy grounded in innovative learning and teaching and fully integrated with the community it both serves and leads. Ranked as the top young university in Canada and North America, the University of Calgary inspires and supports discovery, creativity, and innovation across all disciplines.


As an integral function within the Services portfolio, the Information Technologies (IT) organization is a key stakeholder and contributor. Information Technologies (IT) provides computing, network, and media services in support of learning, teaching, research, and administration at the University of Calgary. Critical to the technology strategy is an understanding that technology has a dual responsibility within the academy; meeting the expectation that technology is available, reliable, and ubiquitous and that technology must enable an environment of learning and discovery by supporting the teaching and research communities. For more information, visit https://it.ucalgary.ca/


This position reports to the Director, Customer Technology, and is responsible for managing teams of Audio-Visual Technicians in three areas: Technical, Classroom Support, and Events, who are known on-campus as Com/Media. While the role does not require shift work, it is expected that the incumbent will engage in evening, early-morning or weekend activities as required from time to time to address project and service demands.

Summary of Key Responsibilities

(job functions include but are not limited to):

Demonstrate a strong focus on customer service and on meeting the needs of customers in line with their expectations for services. Demonstrate an ability to lead and mentor staff ensuring their continuing growth and development. Demonstrate an ability to work within a process and with the metrics produced by that process to ensure ongoing service delivery and improvement. Demonstrate an ability to work closely with other delivery units both internal and external to IT to ensure that we are collectively able to meet the expectations of our customers. Demonstrate ability to effectively take ownership of high level and complex programs, services, and assets. Ensure that budgets for programs, services, and assets are effectively and prudently managed. Ensure that a learning environment exists within the unit that can adapt to change. Ensure that incidents that are outside of the expected service levels of the customers are effectively escalated and managed to ensure that customers and management are informed of status and comfortable that appropriate steps to resolution are being taken. Demonstrate the ability to actively participate in an Incident Review after the fact to ensure that learnings for future service improvements are extracted. Stay current on audio-visual technology trends and directions. Takes action to ensure that: + All incidents are logged in the tracking systems and are dealt with in accordance with service level expectations.
+ Timely reports on performance are produced and provided to Management and Directors
+ All incidents received by the team are taken to resolution.
+ Adequate details are recorded on each incident in the tracking system.
+ Service procedures are documented for staff and users.
+ The Com/Media team is adequately staffed.
+ Demonstrates leadership in researching and recommending improvements to the Com/Media tool set.
Works closely with other teams to ensure best in class customer service that meets the needs of University of Calgary customers. Works continuously towards the Information Technology team's vision to develop and promote a campus wide integrated service delivery. Actively markets and promotes the services of Information Technologies. Demonstrates strong leadership in showing friendly, complete customer service and support always in all situations. Expresses a high level of understanding of the audio-visual requirements of the University community and makes recommendations to the strategic direction. Expresses a high level of understanding of the requirements of administrative staff, academic staff, researchers, and students. Establishes rapport with clients and counterparts internal and external to Information Technologies and the University. The Manager develops ongoing processes to ensure improvements to the practices and procedures. Work closely with support groups and the process managers (Incident, Problem and Change) to ensure that the Com/Media processes and activities integrate with their responsibilities. Work closely with classroom support groups external to Com/Media to ensure that, when appropriate, the classroom support processes and activities integrate with their responsibilities. Maintain excellent working relationships with other University units.

Qualifications / Requirements:

Bachelor's Degree required preferably in Computer Science, Electronic Engineering, Information Systems, or an equivalent combination of education, skills, and experience. Having 3-5 years of IT or audio-visual work experience would be an asset. Experience managing team(s) responsible for customer support, customer service and/or production support in multi-platform environments is an asset. Knowledge and experience in the ITIL Service Support methodology. Working knowledge and skills of incident management, change management, incident control and communication are required. A broad understanding of information systems enabling technologies. Knowledge and conceptual trouble shooting skills in a variety of hardware, software, and systems integration. Experience managing lifecycle and procurement processes related to hardware, software and services. Knowledge of university core business systems , knowledge of the applications used in teaching and learning and an excellent understanding of the culture, structure, and operation of a university environment. Demonstrate sensitivity to the needs and requirements of students, faculty, and staff particularly during high stress periods. Experience applying project management procedures and implementation strategies. Excellent written and verbal communication skills are required. Must be able to work independently and as part of a team. This position must have the ability and desire to continuously develop.

Application Deadline:

June 05, 2025

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.


This position is classified in the

Management & Professional Career Band, Level M2

of the Management and Professional Staff Career Framework.


For a listing of all management and staff opportunities at the University of Calgary, view our

Management and Staff Careers website

.

About the University of Calgary

UCalgary is Canada's entrepreneurial university, located in Canada's most enterprising city. It is a top research university and one of the highest-ranked universities of its age. Founded in 1966, its 36,000 students experience an innovative learning environment, made rich by research, hands-on experiences and entrepreneurial thinking. It is Canada's leader in the creation of start-ups. Start something today at the University of Calgary. For more information, visit ucalgary.ca.


The University of Calgary has launched an institution-wide Indigenous Strategy committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.

As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Institutional Commitments (

equity@ucalgary.ca

) and requests for accommodations can be sent to Human Resources (

hrhire@ucalgary.ca

).

Do you have most but not all the qualifications? Research show that women, racialized and visible minorities, and persons with disabilities are less likely to apply for jobs unless they meet every single qualification. At UCalgary we are committed to achieving equitable, diverse, inclusive and accessible employment practices and workplaces and encourage you to apply if you believe you are right for this role.

We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.